At a Glance
- Tasks: Lead and inspire a team to deliver exceptional customer service across various community locations.
- Company: Join Bath & North East Somerset Council, dedicated to improving lives in the community.
- Benefits: Enjoy a supportive work environment with a focus on collaboration and continuous improvement.
- Other info: Flexible working across multiple sites; not a remote position.
- Why this job: Make a real difference in people's lives while developing your leadership skills.
- Qualifications: Experience in people management and a strong background in customer service required.
The predicted salary is between 28800 - 43200 £ per year.
At Bath & North East Somerset Council we have one overriding purpose to improve people’s lives.
Are you an experienced people manager with a passion for developing teams and delivering top‑notch customer service?
Do you thrive in a fast‑paced environment where you’re leading, coaching and performance‑managing day to day?
If so, we’ve got the perfect opportunity for you! We’re looking for a Customer Services Team Leader to join our dynamic team. You’ll be at the heart of our customer‑facing operations, leading a talented group of colleagues who support residents across multiple access points. From libraries to community hubs, you’ll help shape the way we deliver services that really make a difference.
What You’ll Be Doing
- Leading, coaching and inspiring your team to be the best they can be.
- Supporting your team to deliver excellent, customer‑focused service.
- Managing workloads, reprioritising where needed to respond to emerging issues or demands.
- Working collaboratively with all Customer Services teams to deliver a truly joined‑up service across all our locations.
- Managing performance, supporting development, and keeping morale high during times of change.
- Handling recruitment, onboarding and induction.
- Ensuring that customers, especially those who are vulnerable, receive the support they need, when they need it.
- Driving service improvements and spotting opportunities to make things better, faster, and more efficient.
- Collaborating with other teams and partners to keep things running smoothly.
What We’re Looking For
- Significant, proven experience in people management, including coaching, performance management, absence management, and developing individuals to build a high‑performing team.
- A strong background in customer service.
- A great communicator who can represent the service in internal and external forums.
- A strategic thinker who can turn data into action and align team efforts with wider organisational goals.
- A genuine care about people and a desire to improve lives.
Library experience is not necessary; we’re looking for strong customer service leadership and people management skills, and we’ll support you to learn the library environment.
Please note: this role requires previous people management experience. If you have not managed staff (including performance, absence and development), please do not apply.
Where will you be working?
This is a customer‑facing role based primarily at Bath Central Library. You’ll need to be flexible to work across all our Customer Services teams and locations when required, including the Contact Centre, supporting service delivery wherever demand is highest.
This is not a hybrid or remote working position.
Why join us?
You’ll be part of a supportive leadership cluster where collaboration and continuous improvement are the norm. We care about our people, our residents, and the communities we serve, and we’re looking for someone who shares that ethos.
We Live By Our Values
- Boldness – we’re not afraid to try new things.
- Empowerment – we trust our people to make decisions.
- Support – we’ve got each other’s backs, and we’re here to support our customers.
- Transparency – we’re open, honest, and always learning.
Benefits
We offer a wide range of benefits to ensure that you are paid fairly for your work, have the flexibility to enjoy a great work/life balance, and have the support you need.
We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join us. Find out more on our commitment to Equality, Diversity and Inclusion.
We are a Disability Confident Employer.
Applications for job‑share, part‑time and flexible working arrangements are welcomed and will be considered in line with business needs.
Please note that this role is subject to an Enhanced/Basic DBS Check.
Safeguarding Statement
The Council is committed to safeguarding and promoting the welfare of children, young people and vulnerable groups and expects all employees and volunteers to share this commitment. As part of this commitment, anyone working in a post with children or vulnerable groups will be expected to undertake an Enhanced DBS check with or without barred list checks.
Customer Services Team Leader in Bath employer: BATH & NORTH EAST SOMERSET COUNCIL
Bath & North East Somerset Council is an exceptional employer dedicated to improving the lives of residents through outstanding public service. With a strong emphasis on collaboration, support, and continuous improvement, employees enjoy a vibrant work culture that values boldness, empowerment, and transparency. The Council offers numerous benefits, including flexible working arrangements, opportunities for professional growth, and a commitment to diversity and inclusion, making it a rewarding place to build a meaningful career in the heart of Bath.
Contact Details:
BATH & NORTH EAST SOMERSET COUNCIL Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Services Team Leader in Bath
✨Tip Number 1
Get to know the company inside out! Research Bath & North East Somerset Council's values and recent projects. This way, when you chat with them, you can show you're genuinely interested and aligned with their mission to improve people's lives.
✨Tip Number 2
Practice your leadership stories! Think of specific examples where you've led a team or improved customer service. When you get that interview, these anecdotes will help you shine and demonstrate your knack for inspiring others.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend local events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining the team and making a difference in the community.
We think you need these skills to ace Customer Services Team Leader in Bath
Some tips for your application 🫡
Show Your Passion for People:When you're writing your application, let your passion for helping others shine through. We want to see how you genuinely care about improving lives and delivering top-notch customer service.
Highlight Your Leadership Skills:Make sure to showcase your experience in leading teams. Talk about how you've inspired and coached others to be their best, and how you've tackled tricky conversations with confidence. We love a natural leader!
Be Specific About Your Experience:Use examples from your past roles to demonstrate your background in customer service and people management. The more specific you are, the better we can see how you'd fit into our dynamic team.
Apply Through Our Website:Don't forget to apply through our website! It's the best way to ensure your application gets to us quickly and efficiently. Plus, we can't wait to hear from you!
How to prepare for a job interview at BATH & NORTH EAST SOMERSET COUNCIL
✨Know Your Stuff
Before the interview, make sure you understand Bath & North East Somerset Council's mission and values. Familiarise yourself with their customer service approach and think about how your experience aligns with their goals. This will show that you're genuinely interested in the role and ready to contribute.
✨Showcase Your Leadership Skills
As a Customer Services Team Leader, you'll need to demonstrate your ability to lead and inspire a team. Prepare examples of how you've successfully managed teams in the past, tackled difficult conversations, and supported team members' development. Be ready to discuss specific situations where you made a positive impact.
✨Be Ready for Scenario Questions
Expect questions that assess your problem-solving skills and customer service mindset. Think of scenarios where you've had to manage workloads or handle challenging customer interactions. Practising these responses will help you articulate your thought process and decision-making skills during the interview.
✨Ask Thoughtful Questions
At the end of the interview, have a few insightful questions prepared. Inquire about the team's current challenges, how success is measured, or what opportunities there are for service improvements. This shows your enthusiasm for the role and your commitment to making a difference in the community.
